Source · Select Committees · Public Accounts Committee
Recommendation 17
17
Accepted
HMRC’s expects to improve customer service by continuing digitalise the tax system, for instance by...
Recommendation
HMRC’s expects to improve customer service by continuing digitalise the tax system, for instance by developing its digital assistant and single customer account. In this way HMRC hopes to reduce the demand for phone and post by servicing more people through online systems. HMRC’s customers report being more satisfied with HMRC’s digital services than its phone and post services. We raised concerns that taxpayers were being forced to interact with HMRC online rather than by phone or post. HMRC said it recognises some customers will always need to speak to someone, either because they are unable to deal with HMRC digitally or because of the nature of their enquiry. But HMRC believes there is a lot of “low-value demand” from taxpayers that can be removed through better customer self-service or better HMRC processes.25 19 C&AG’s report, para 8 20 Written evidence ARA0002 – Chartered Institute of Taxation, para 1.10 21 Q 114 22 Qq 2, 120–121 23 Qq 4, 79 24 Qq 114–118 25 Qq 60, 120–122; C&AG’s report, para 8 14 HMRC performance in 2021–22 Segmenting taxpayers in debt
Government Response Summary
HMRC will transform digital services for individuals through incremental releases over the next two years, prioritizing delivery with the largest customer benefit and efficiency impacts; already released features include online proof of entitlement to Child Benefit, and future features will support online changes to details in a single place.
Government Response
Accepted
HM Government
Accepted
6b: PAC recommendation: • HMRC should also set out when its single customer account will be ready and consider how it can bring the implementation of it forward. 6.8 The government agrees with the Committee’s recommendation. Target implementation date: June 2025 6.9 The Single Customer Account (SCA) will transform HMRC’s digital services for individuals through a number of incremental releases and improvements over the next two years. The SCA Programme is prioritizing delivery that will drive the largest customer benefit and efficiency impacts, so that value can be released as early as possible. 6.10 HMRC has already started a regular release of new digital features to improve the customer experience, for example, enabling customers to get proof of entitlement to Child Benefit online. This means customers can get their children in to free school meals and other essential services without having to call HMRC or wait for a paper letter. 6.11 HMRC will roll out features to support customers to change their details (phone numbers, emails, address, marital status) online in a single place and have those changes apply to all services to which they are subscribed. These features will be available through an improved digital account, starting with personal tax services in Summer 2023. This will bring digital services together under a consistent brand with improved account navigation that is designed around customers’ needs and tasks. As well as improving the digital account, HMRC is improving the range of digital services available to taxpayers; this includes moving Child Benefit claims online and helping customers understand and manage changes to their tax code.